Job Description

DUTIES & RESPONSIBILITIES:

• Monitor and resolve production problems
• Day shift \xe2\x80\x93 7 day rotation schedule includes weekends and holidays
• Complete production tickets when a current ticket does not exist
• Troubleshoot problems to determine severity and priority
• Resolve problem or escalate to the resolution person/group
• Handoff information to resolution party
• Maintain communications with resolution party until problem is resolved or a workaround is put in place
• Track (document) problem through resolution
• If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future
• Identify and document fixes that require program changes and/or procedure changes
• Work with other groups/departments to assist in creating permanent resolution/fixes
• Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness
• Monitor production systems using HP OpenView and other applications and respond accordingly
• Create and/or maintain operations process/procedure and problem resolution documentation as required
• Assist other Operations Engineers, as needed

• Excellent analytical skills
• Excellent technical troubleshooting skills as it relates to:

• Microsoft OS (Windows 2003, 2008)
• Network Technologies (routing, switching, load balancing)
• Security (Firewall, VPN)
• Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)
• Java
• HP OpenView experience a plus

• Excellent customer service skills
• Excellent verbal and written skills
• Ability to influence/facilitate and negotiate with other groups, departments, individuals
• Ability to make timely decisions
• Detail oriented
• Process oriented
• College degree preferred

Prometric